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            In-Progress Work Component Fields

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            In-Progress Work Component Fields

            Fields for the In-Progress Work Lightning App Builder component. All columns are available in both Service View and Sales View. Selecting a view provides a pre-configured starting layout for quicker setup.

            Required Editions

            View supported editions.

            In-Progress Work Component Fields

            The In-Progress Work component provides a live, consolidated list view of all work items currently owned by active service representatives and AI agents in Command Center for Service V2. Administrators can select between Service View and Sales View, and customize which columns are visible.

            Column Description
            Channels Salesforce object type for work, such as Lead, Case, and SOS.
            Details Information from the object's primary compact layout to provide more context about the work item.
            Assigned To The name of the service representative or AI agent assigned to the work.
            Route By The routing mechanism used to assign the work item like Queue, Skill or Direct to Agent.
            Work Size The size of the Omni-Channel work item based on the associated routing configuration.
            INTR A Boolean showing whether the work is interruptible or not. A checkmark indicates interruptible work.
            Requested Time The date and time on which the item was assigned to the queue, skills, service rep, or agent.
            Handle Time The amount of time the item has been open with the service representative. It's calculated using the difference between the current time and when the service representative accepted the work.
            Assigned Time Date and time on when Omni-Channel pushed and assigned the item into the service representative's Omni-Channel component.
            Speed To Answer How quickly the service representative opened the assigned item. It's calculated as the amount of time between when the work was requested and when the service representative accepted it.
            Accepted Time Date and time when the service representative accepted the work item.
            Flag Visual indicator for flagged work items. Click to view internal whisper messages and lower active flags.
            Action Actions available for the work item.
            Lead Name The name of the lead associated with the work item.
            Contact Name The name of the contact associated with the work item.
            Company The company name associated with the lead.
            Account The account associated with the work item.
            Lead Owner The owner of the lead record.
            Contact Owner The owner of the contact record.
            First Engagement Timestamp when the first engagement with the lead or contact occurred.
            Turns The total number of messages exchanged in the conversation.
            Lead Source The source from which the lead originated.
            Contact Source The source from which the contact originated.
            Lead Title The job title of the lead.
            Contact Title The job title of the contact.
            Rating The rating assigned to the lead.
            Lead Campaign The campaign associated with the lead.
            Contact Campaign The campaign associated with the contact.
            Lead Status The current status of the lead.
             
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